Mystery Shopping & Known Editing

Companies depend on several measurement techniques to monitor their service excellence journey. As the saying goes, ‘what gets measured gets done.’Among the service measurement techniques, customer satisfaction surveys and mystery shopping are two popular methodologies used by the industry. Mystery shopping services focuses on the process of the service. On the other hand, iSN focuses on the outcome of the customer satisfaction.

Purpose:

The purpose of this professional paper is to develop a case study on how iSN adopted and implemented mystery shopping editing to improve service quality and sales performance of clients.

Mystery shopping and known editing:

The increasing popularity of mystery shopping in the industry is largely due to the widespread positive benefits experienced by organizations. iSN provides a range of benefits experienced by companies including better quality of service, improved customer satisfaction, better staff performance, higher staff morale, and improved employee integrity. Even though iSN do not directly participate in Mystery shopping, the perfect outcomes are generated from here. The positive correlation between mystery shopping scores and customer satisfaction results may provide some indication that mystery shopping scores could have a positive impact on sales performance. We have seen a positive impact of mystery shopping on sales performance as well as quality brush up provided by iSN.

Statement of Objectives:

iSN has three specific objectives. First, it ensures that all the end-client requirements are followed by shoppers. iSN aims to ensure that shopper discrepancies are rectified internally through communication with shoppers or follow-ups. Third, iSN aims to provide a professional touch to the account of shop findings narrated by the shopper.

Justifications:

While retailers recognize that mystery shopping is an integral component of a successful service excellence strategy, what is unclear is the exact nature of that role, how to manage mystery shopping and whether investing in mystery shopping lead to higher sales. iSN has shown there is a direct linkage between service and business performance, but much of the goal is concentrated on the relationship between customer satisfaction and various business outcome measures, such as quality results, rectifying shopper discrepancies, and a top-notch report.

Reliability:

Due to the nature of the mystery shop methodology, which relies on human judgment, the element of subjectivity must be recognized and any biasness must be minimized from the start. For example to the question, “Is the fitting room tidy?” Some mystery shoppers may interpret yes or no depending on the individual’s views. While iSN will diminish some of the biasness substantially, an individual’s preferences on what is and what is not acceptable will inherently affect the shopper’s assessment on areas such as cleanliness, music level and friendliness of employees.
Sometimes, the findings may not be representative of the actual experience on the ground. iSN found that a reliable comparison can be obtained from a well-designed study. Each mystery shopping encounter is valid since it is a snap shot of the service experience at one moment in time, and as such is not trying to represent the population of all such experiences. iSN concluded that generalizability is not an issue and the data collected can be analyzed within the context it was collected.

Validity:

Several factors exist to affect the validity of the results obtained from a mystery assessment. First, the views of the mystery shopper may not match what a typical customer would notice during the service transaction. Second, the shopper may have forgotten to assess one or more items in the audit checklist or simply failed to record a segment of the service experience accurately due to the time lag between the audit and recording. Besides inaccuracy in mystery shopping by shoppers, iSN holds a quality hand on both reliability as well as validity.
In summary, mystery shopping can provide an in-depth analysis of a service experience, but that analysis is narrow since it is restricted to a professional who takes on the role of customer. iSN opined that it is not possible to make accurate comparisons between the reliability and validity of different service quality measurement methods. iSN provided accurate results especially when mystery shoppers are not well prepared and trained.

Conclusion:

Companies invest in mystery shopping to improve service, customer satisfaction, and sales. However, there is little empirical evidence to support this practical assumption regarding mystery shopping, which is iSN. To know the complete impact of mystery shopping on store to the client, iSN has provided a helping hand for quality results. Mystery shopping delivers the value while iSN delivers the validity.